GNER case study
GNER’s Service Vision (‘to deliver the UK’s ultimate travel experience’) was supported by the On-Station Development Programme, devised and delivered by cda. We used the Service Vision as the starting point for the programme, supported by information gathered during our own market research with customers. Over 50 managers and 300 customer service team members attended the 'Leading Customer Service' and 'Delivering Customer Service' courses with consequent improvements in customer satisfaction levels and reduced numbers of complaints.
